I vividly remember the moment I started my journey at City-Lab, a little over four and a half years ago. Within my first weeks, I was given an exciting yet nerve-wracking task: conducting a customer satisfaction survey. When I received the results in January 2021, I was speechless. Our Net Promoter Score – the much-discussed NPS – was 90. It was something I had never encountered before. This incredible result provided a strong foundation for me to begin my work and instantly confirmed that I had come to the right place.
Of course, NPS is just one figure among many. It has both supporters and critics, and it does not alone define the entirety of the customer experience. Nevertheless, over the years, it has become a trusted companion, a small but significant indicator of the warmth of our customer relationships.
This spring, it was once again time to pause and ask you, our dear customers, how our journey together has felt. With time being scarce, a fortunate call came in: Jenna Partanen from Turku University of Applied Sciences needed a topic for her thesis. We quickly found common ground – and thus, the new customer satisfaction survey project began.
I was eagerly anticipating the results but had prepared myself for the possibility that the previous exceptional figures might be hard to surpass. When I finally saw the new results, I had to pause again – this time moved. Our NPS had risen to 94. This is an absolutely astounding achievement, reflecting not only our team’s expertise but also the genuine heart they bring to their work every day.
I want to say this out loud: Thank you Leena, Charlotta, Heidi, Petra, Pasi, Tiina, Anna, Nancy, Isa, and Uni. This result is the outcome of your dedication and hard work. Every day, you create experiences that truly matter to our customers – and now, we have the numbers to prove it.
As before, we reviewed the results more broadly and not only through the lens of the NPS. Our joy and pride grew even further: in every aspect of customer experience, the average scores had risen, from excellent to outstanding.
Table: Customer Satisfaction Survey Categories for 2020 and 2025
However, behind these numbers lies something even more important: our shared story. A story where City-Lab has had the privilege of supporting our customers by making their everyday lives smoother – creating space for research, science, and development.
City-Lab’s purpose, the very reason for our existence, has remained unchanged since the company was founded: We enable our customers to have time for the research itself. We are a local presence, a brick-and-mortar store you can visit anytime without an appointment. We always have time to listen and help. We do everything we can to ensure that your everyday work runs smoothly and effortlessly.
That is why we are especially grateful that You dear customer took the time to respond to our survey. Your time is valuable, and we do not take it for granted. Your feedback and suggestions help us improve and walk alongside you, year after year.
94 times thank you.
Together we succeed. Together we make everyday life smoother. Y(our) Science!
Making everyday life smoother – together,
Vesa Rauhala
City-Lab Oy
